| How to serve customers with disabilities? | | | | Do not use the terms "disabled" or "handicapped" |
| Unfortunately, many sales professionals do not know | | | | Never say: "Are you blind?" "What are you - |
| or are not trained to serve a special this very large | | | | deaf?" |
| group of customers. Spending by this group has been | | | | Do not use such words as "victim," "tragic," "brave," |
| pegged by Statistics Canada at nearly $25 billion | | | | or "suffering from" |
| nationwide every year, while people with disabilities | | | | Customers with vision disabilities |
| influence the spending of 12 - 15 million other | | | | Speak normally and clearly |
| Canadians. | | | | Identify yourself when you approach your |
| By providing a service that welcomes people with | | | | customer and speak directly to them |
| disabilities, you can offer better service to everyone. | | | | Never touch your customer without asking |
| Treating all your customers with respect and courtesy | | | | permission unless it's an emergency |
| is at the heart of excellent customer service. By | | | | Offer your arm to guide the person, help them to |
| learning how to serve people people in wheelchairs or | | | | take a seat |
| who is deaf, etc. you can attract more customers and | | | | Speak about what are you doing |
| improve your service to everyone. | | | | Be patient. Things may take a little longer |
| Do's: | | | | Customers who are deaf or hard of hearing |
| Treat this customers with the same respect and | | | | Attract the customer's attention before speaking |
| consideration as other customers | | | | (gently waving your hand) |
| Be patient, optimistic, and willing to help | | | | Find a well-lighted area where your customer can |
| If you're not sure what to do, ask your customer: | | | | see your face |
| "Do you need help" or "How may I help you?" | | | | Don't shout |
| If you can't understand what someone is saying, | | | | Look at and speak directly to your customer |
| politely ask them to repeat | | | | Use a pen and paper |
| Ask permission before touching a wheelchair or a | | | | Repeat yourself if necessary |
| piece of equipment | | | | Use plain language and speak in short sentences |
| Know emergency procedures for customers with | | | | Be patient |
| disabilities at your store | | | | Customers in wheelchairs |
| Don'ts | | | | Try to place yourself at the customer's eye level |
| Don't make assumptions about what type of | | | | Ask permission before touching a wheelchair |
| disability or disabilities a customer has | | | | Provide information to your customer about |
| Don't touch or address service animals - they are | | | | accessible features of the immediate environment |
| working and have to pay attention at all times | | | | (automatic doors, accessible washrooms, etc. |